8 general skills or competencies (Job family competencies) for Contact Center Director
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Documents the industry standards and best practices for call center management.
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Level 2 Behaviors
(Light Experience)
Follows the principles of call center management to support continuous performance improvement.
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Level 3 Behaviors
(Moderate Experience)
Resolves staffing gaps to ensure uninterrupted and smooth call center operations.
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Level 4 Behaviors
(Extensive Experience)
Monitors the daily call center operations to ensure service level goals are met or exceeded.
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Level 5 Behaviors
(Mastery)
Designs operational workflows to streamline and optimize our performance and the overall process.
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Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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13 soft skills or competencies (core competencies) for Contact Center Director
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Discusses the strengths and weaknesses of our products and services.
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Level 2 Behaviors
(Light Experience)
Explains advantages and disadvantages of different organizational structures from an efficiency perspective.
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Level 3 Behaviors
(Moderate Experience)
Demonstrates an innate sense of how to achieve positive results in the current environment.
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Level 4 Behaviors
(Extensive Experience)
Evaluates and explains the financial aspects of a business initiative to different teams.
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Level 5 Behaviors
(Mastery)
Conceptualizes new and creative business initiatives to boost business growth.
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Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and purposes of Key Performance Indicators (KPI).
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Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
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Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
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Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
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Level 5 Behaviors
(Mastery)
Defines and modifies strategic KPIs to drive organizational objectives and priorities.
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Summary of Contact Center Director skills and competencies
There are 0 hard skills for Contact Center Director.
8 general skills for Contact Center Director, Call Center Management, Customer Analytics, Customer Complaint Resolution, etc.
13 soft skills for Contact Center Director, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 21 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.